Cleopatra Martins
Irving
Summary
I have 15 years of Extensive customer service experience, 2 years of which is in Project coordinator and IT-related assignments. I have completed various assignments, job reviews, and support in various projects both in local and global industries such as Health services, Telecommunications, Financial Services, and Insurance. I am a continuous learner.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Commercial Service Representative
ACS
Operations Specialist
Careington International
01.2017 - Current
- Primary duties include efficiently handling large quantities of written customer requests emails, letters, faxes, and call center requests
- Identify opportunities to make operation processes more efficient
- Ensure all phone calls are answered promptly and that questions are addressed completely as well as chats
- Provide Problem identification and resolution, with proper escalation of calls, emails or letters, and faxes as needed
- Perform other related duties as required and assigned
- Verifying application information
- Tracking deadlines without any extensions by resolving any issues
Member Services
Careington International
01.2013 - 01.2017
- Primary duties included efficiently handling inbound sales calls
- Identify opportunities to upsell and cross-sell Careington products
- Ensure all phone calls are answered promptly and that questions are addressed completely
- Provide Problem identification and resolution, with proper escalation of calls
- Perform other related duties as required and assigned
Project Manager
T-Mobile
11.2007 - 10.2011
- Primary duties include running reports and transmitting them to technicians
- Updating trouble tickets through a trouble ticketing system such as Homer
- Verifying issues on trouble reports and testing for resolution
- Assisted with markets such as Ericsson, Nokia and Nortel
- Interfaced with the local exchange and inter-exchange carriers and other telecom vendors in efforts to resolve issues via inbound and outbound calls or conference calls
- Primary duties included receiving, diagnosing, and accurately transmitting reports of technical
- Locating trends for management analysis in trouble reports
- Recognized network recordings and identified carriers in the switch they belong
- Provisioned long-distance account codes as well as built ANI’s in the switch remotely
- Located trends in network outages for management analysis and review
- Understanding of various Data network elements such as Cisco, Linksys routers
- Create and update outage notifications for network issues
- Participated in day-to-day NOC work such as tracking alarms and resetting sites
Education
Life/Health Insurance Agent -
Texas Insurance Training Academy
TX01.2020
BS - Business Management
University of Phoenix
Dallas, Texas01.2017
Skills
- MS Products
- Project Coordination
- Excel
- Fair Debt Credit Reporting Act
- Manage Multiple Tasks
- Manage Projects
- Manage Deadlines
- Customer Correspondence
- Email Communication
- Phone Communication
- Chat Communication
- Insurance Policy Understanding
- Data Entry
- Logical Thinking
- Critical Thinking
- Flexibility
- Team Collaboration
- Investigative Skills
- Policy Compliance
- Document Accuracy
- Facilitation Skills
- Communication Skills
- Deadline Tracking
Licenses
Adjuster License, 3232333
References
Professional References Available upon Request
Additionalworkexperience
ACS, Commercial Service Representative
Certification
State Farm Claims adjuster certification
Timeline
Operations Specialist
Careington International
01.2017 - Current
Member Services
Careington International
01.2013 - 01.2017
Project Manager
T-Mobile
11.2007 - 10.2011
Life/Health Insurance Agent -
Texas Insurance Training Academy
BS - Business Management
University of Phoenix
State Farm Claims adjuster certification
Commercial Service Representative
ACS
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